Customer Support Engineer

Job Description:

• Assist linguists and platform customers with day-to-day platform questions, including running jobs, opening and processing files, and navigating the LILT interface
• Join weekly customer calls and ad hoc calls to explain technical issues clearly and follow through to resolution
• Investigate and reproduce reported errors
• Filter and document bugs before escalating them to Engineering
• Communicate feature requests to Product
• Handle incoming support requests in a timely manner, meeting SLAs and keeping customers informed
• Document and relay frequent customer pain points and feature suggestions to drive platform and process improvements
• Support users of LILT's AI-powered translation and localization platform

Requirements:

• 1–3 years of experience in customer support, technical support, localization support or similar customer-facing roles
• Comfortable working with technical products and learning new tools quickly
• Strong written and verbal communication skills
• Analytical mindset and ability to investigate problems methodically and determine when to escalate
• Required expertise in SQL and database management
• Required expertise in Google Cloud Platform (GCP)
• Required expertise in REST APIs
• Required expertise in authentication and single sign-on (SSO) troubleshooting
• Bachelor's degree or equivalent experience preferred; Computer Science, Linguistics or a related field is a plus but not required

Benefits:

• Remote work arrangement
• Growth opportunities
• Global collaboration
• Compensation ranges determined based on relevant experience, skill set, qualifications, and business and organizational needs